How it works
- 1 Describe your dream trip
- 2 A Travel Expert will help curate your experience
- 3 Confirm & start packing
Let's plan your trip
Enquire now and a Travel Expert will get back to you within 24 hours.
Let's start planningOffice hours:08:30 - 19:00 (GMT+2) |
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International Number (Toll Free):
888 2156 556ZA Number:
+27 21 469 2600You are unable to travel due to any of the listed reasons and have provided the required evidence shown in the individual reasons section below, always subject to our General Refund Conditions.
Illness / Injury
Pre-existing Medical Condition
Pregnancy Complication
Death of Immediate Family
Public Transport Failure
Flight disruption
Mechanical Breakdown
Adverse Weather
Home Emergency
Theft of Documents
Jury Service
Court Summons
Armed Forces & Emergency Services Recall
Relocated for Work
Changes to Examination Dates
Emergency circumstance
Please note that we do not refund for any travel restriction associated with Covid-19 nor fear of travelling. We may also consider other emergency circumstances at our absolute discretion, in which case you will need to provide relevant and adequate evidence for these circumstances.
You must read the General Refund Conditions, and the individual reasons section below, for complete information on what we will and will not refund for each reason.
We do not refund for any reason associated with a communicable disease (including Covid-19) pandemic or epidemic.
Any reason for requesting a refund must not be planned or reasonably foreseeable at the time of making the booking.
We do not refund if your booking is no longer wanted or needed.
We will not pay a refund through this process where your booking is cancelled or postponed by a third party supplier. To make any changes to your booking, contact our Client Experience Team directly.
You must make all arrangements to arrive on time to start your booked holiday, including arranging any necessary permits, travel documents or visas.
You must take all reasonable precautions or make reasonable alternate arrangements to prevent or reduce any refund request.
You will be asked to provide supporting evidence at your own expense. We do not issue refunds if you cannot provide sufficient supporting evidence.
Maximum refund value per person will not exceed the total value of their share of the booking, or ZAR 200,000 (or alternative currency equivalent).
Your refund application and payment will be handled by our Client Experience Team. To apply for a refund, you must complete our Refund Application Form as soon as you know you cannot travel and up to 30 days after your booked holiday with us.
Means an illness or accidental injury to you. We will also refund the cost of the doctor’s note on a valid refund application.
What we do not refund
Evidence required
Means a physical or mental health condition that you were aware of at the time you made the booking that would not normally prevent you from travelling.
What we do not refund
Evidence required
Means a complication of pregnancy you were unaware of at the time you made the booking and which results in you being unable to travel.
What we do not refund
Evidence required
Means your death any time prior to your travels or the death of an immediate family member or any person(s) in the group due to travel, up to four (4) weeks prior to travelling.
What we do not refund
Evidence required
Means unexpected disruption or failure of the public transport network which you could not have reasonably been aware of before the date of travelling.
What we do not refund
Evidence required
Means cancellation or significant delay of flight(s), which you were unaware of before the date of travelling, that prevents you from travelling.
What we do not refund
Evidence required
Means, in the 24 hours prior to travelling, a mechanical breakdown, accident, fire or theft of a vehicle taking you to the airport and / or your travel destination(s).
What we do not refund
Evidence required
Means weather where a government agency has issued warnings not to travel which entirely prevents you from travelling.
What we do not refund
Evidence required
Means a burglary, fire, malicious damage or flood at your private residence up to 48 hours immediately before travelling, of which you were unaware of the time of making the booking.
What we do not refund
Evidence required
Means the theft of a document necessary for travelling, which cannot be replaced in time for your departure.
What we do not refund
Evidence required
Means a requirement to move address imposed on you by your employer, unknown to you at the date of booking. The move may be temporary or permanent and must be more than 100 miles from your home address at the date of travelling.
What we do not refund
Evidence required
Means you as a member of the armed forces, reserve armed forces or emergency services are recalled to work on the date(s) of your travels or are posted overseas and cannot travel at all.
What we do not refund
Evidence required
Means a summons for you to attend jury service over the date(s) of your travels of which you were unaware at the time of making the booking.
What we do not refund
Evidence required
Means you are summoned to appear as a witness in court proceedings on the day(s) of your travels of which you were unaware of the time of making the booking.
What we do not refund
Evidence required
What we do not refund
Evidence required
Means an unforeseen circumstance completely outside your control and of no fault of yours. The decision to refund is entirely at the discretion of our Client Experience Team. We will consider these circumstances and have no obligation whatsoever to provide a refund.
What we do not refund
Evidence required
We do not refund for non-attendance of a booked trip directly or indirectly associated with:
Any translation of this document from English is for assistance and information only. In the event of a Refund Application the English language version shall be the basis of settlement.
All aspects of this document are subject to South African law and the jurisdiction of the South African courts.
This is not an insurance policy. A refundable booking is an optional extension to our standard Terms & Conditions, and it provides a refund for certain defined circumstances outlined as part of our Terms and Conditions.
Enquire now and a Travel Expert will get back to you within 24 hours.
Let's start planning